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Customer Service Team Lead

2 months ago

Chandler's Ford, United Kingdom Utilita Energy Full time
About the Role

We are seeking an experienced Customer Service Team Lead to join our Contact Centre team at Utilita Energy. As a key member of our leadership team, you will be responsible for delivering exceptional customer service to our prepayment customers.

Key Responsibilities
  • Coach and develop staff to achieve their full potential
  • Oversee departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to ensure they are met
  • Manage and resolve escalated customer queries
  • Ensure company policies and procedures are adhered to at all times
  • Work closely with internal departments to drive business growth and improvement
Requirements

We are looking for a people manager with excellent leadership skills, who can motivate and empower a successful team. You will have experience in creating efficiencies and business improvements, and be able to show empathy and understanding of differing customer needs.

You will be business-focused, with the customer always at the forefront of your mind. You will be approachable, adaptable, and willing to roll up your sleeves when needed.

What We Offer
  • Bonus Scheme - a structured bonus scheme with personal and business elements
  • Career Progression - training and clear progression pathways to help you achieve your goals
  • Win Tickets - exciting competitions to win tickets to shows and sporting events
  • Time Off - 25 days annual leave plus bank holidays
  • Wellbeing - access to the Unmind App and Employee Assistance Programme
  • Healthcare Scheme - including dental, eye care, and health consultations
  • Exclusive Packages - discounted offers for home Sky TV and broadband packages
  • Giving Back - a paid volunteering day every year and opportunities to get involved in fund-raising
  • Death in Service - twice your annual salary paid to your designated next of kin
  • Pension - 4% contribution from Utilita Energy